General Terms and Conditions (GTC)

General Terms and Conditions (GTC)

As of November 2026

1. Scope and Provider Information

1.1. These General Terms and Conditions (hereinafter “GTC”) apply to all treatment contracts, services, appointment bookings, and other agreements between ORVEA GmbH, located at Sophienstraße 23, 10178 Berlin, registered with the Charlottenburg Local Court under registration number HRB 277167 B, represented by its managing director Dr. Ibrahim Etem Caliskan (hereinafter “Provider” or “Clinic”) and its patients or contractual partners, which are initiated or concluded via the website www.orvea.de, by telephone, via social media (Instagram, TikTok, LinkedIn, etc.), via WhatsApp, or in person at the clinic’s premises.

1.2. Any deviating, conflicting, or supplementary terms and conditions provided by the patient shall not form part of this contract unless the Provider expressly agrees to their validity in writing.

2. Conclusion of the Contract and Scheduling an Appointment

2.1. The description of services on the website www.orvea.de does not constitute a legally binding offer, but rather an invitation to schedule an appointment or submit a proposal.

2.2. Patients may request appointments online using the booking tool integrated into the website, by phone, via social media (Instagram, TikTok, LinkedIn, etc.), or via WhatsApp. Upon confirmation of the appointment by the provider, a binding appointment agreement is formed, to which these Terms and Conditions (in particular the cancellation and no-show provisions under Section 3) apply in full. The actual contract regarding the specific medical or aesthetic performance of the treatment is not concluded until on-site, once a written fee agreement and the medical consent form have been signed following the provision of information.

2.3. The Provider enters into contracts based on these General Terms and Conditions exclusively with individuals who are at least 18 years of age and are consumers as defined in § 13 of the German Civil Code (BGB). An additional requirement for the valid conclusion of a treatment contract is that the patient has fully completed the informed consent and medical history form and that the individual medical requirements for the respective treatment are met.

3. Appointment Cancellations, No-Shows, and Cancellation Fees

3.1. Since the provider operates on an appointment-only basis, scheduled appointments are reserved exclusively for the respective patient. Failure to show up or late cancellations result in significant financial losses.

3.2. Scheduled appointments must be canceled or rescheduled at least 24 hours before the scheduled treatment time. Cancellations may be made via written or electronic message, by phone, or via WhatsApp. If a cancellation or rescheduling occurs less than 24 hours before the appointment, the provider is entitled to a flat-rate cancellation fee of 50.00 EUR. If the patient fails to appear for the agreed-upon appointment without any prior notice, a cancellation fee equal to 50% of the estimated cost of the booked treatment will be charged. The patient reserves the right to prove that the provider incurred no damage or only significantly less damage.

3.3. The obligation to pay the no-show fee is waived retroactively if the patient reschedules the missed or last-minute canceled appointment within 4 weeks of the originally scheduled date.

3.4. Should the Provider be required to cancel or reschedule an agreed-upon appointment for good cause (e.g., acute illness of the treating staff, technical malfunctions of treatment equipment, or other cases of force majeure), the patient will be notified immediately. In such cases, the Provider will promptly offer a suitable alternative appointment. Any further claims by the patient—in particular claims for damages related to travel expenses, loss of earnings, vacation time taken, or other consequential damages—are excluded, unless the cancellation is due to gross negligence or willful misconduct on the part of the Provider.

3.5. For treatments for which a deposit must be paid upon booking in accordance with Section 4.4, a cancellation period of 72 hours prior to the appointment applies, notwithstanding Section 3.2. If the appointment is canceled in a timely manner, the deposit will be refunded in full or, at the patient’s request, applied to a new appointment. If the cancellation or rescheduling occurs later, the provider is entitled to a flat-rate cancellation fee amounting to 25% of the estimated treatment price; in the event of a no-show without prior cancellation, Section 3.2, sentence 4 applies. The cancellation fee will be offset against the deposit; any excess portion of the deposit will be refunded. The last sentence of Section 3.2 (proof of lesser damages) and Section 3.3 apply accordingly; if the appointment is rescheduled within 4 weeks, the full deposit will be applied toward the rescheduled treatment.

4. Prices, Billing, and Payment Terms

4.1. All of the Provider’s patients are self-paying, without exception. The Provider does not bill statutory or private health insurance companies directly.

4.2. Payment for medical services is generally based on the Schedule of Fees for Physicians (GOÄ). Purely aesthetic treatments (e.g., wrinkle fillers for cosmetic reasons) are subject to sales tax. Medically indicated treatments (e.g., for proven hyperhidrosis, bruxism, or chronic migraine) are exempt from sales tax in accordance with statutory requirements.

4.3. Unless the invoice amount has been paid in advance pursuant to Section 4.4 or via online payment at the time of booking, it must be paid in full immediately following the treatment. Accepted payment methods include cash, major credit card systems, and online payments via the payment service provider Stripe (including credit cards, Apple Pay, Google Pay, and Klarna). Online payments may also be made on-site via a payment link provided by the provider.

4.4. Down Payment for Selected Treatments

4.4.1. For selected treatments that are particularly time- and cost-intensive (currently Endolift®), an appointment becomes binding only upon receipt of a deposit. The patient will be informed of which treatments are subject to this requirement and the amount of the deposit before the appointment is scheduled.

4.4.2. The deposit is paid in person at the practice or via a payment link that the provider sends to the patient after the consultation. The treatment appointment is scheduled or confirmed upon receipt of the deposit.

4.4.3. The down payment will be credited in full toward the invoice issued in accordance with the GOÄ. The payment confirmation is not an invoice within the meaning of § 12 GOÄ.

4.4.4. The deposit will be refunded in full if (a) the appointment is canceled in a timely manner in accordance with Section 3.5, (b) the treatment cannot be performed for medical reasons or is medically contraindicated, or (c) the Provider cancels the appointment in accordance with Section 3.4 and the patient does not request a rescheduled appointment.

4.4.5. In all other respects, Section 3.5 applies. Refunds will be issued via the original method of payment.

4.5. Installment Payments and Financing

4.5.1. The Provider does not itself offer installment plans or loans. However, patients may pay invoice amounts, down payments, and treatment packages in installments or at a later date through the payment service Klarna, provided that Klarna offers this option following its own review.

4.5.2. The installment or financing agreement is entered into exclusively between the patient and Klarna; Klarna’s terms and conditions apply. The Provider receives the full amount and is not a party to this agreement.

4.5.3. Refunds, such as those under Section 4.4.4, are made to Klarna; Klarna adjusts the patient’s payments accordingly.

4.5.4. The obligation to pay Klarna exists regardless of whether and when booked appointments are attended. Refund claims are governed exclusively by these Terms and Conditions and are processed through the Provider.

4.6. If the Provider offers treatment packages for which a lump-sum payment is made in advance (e.g., at the first appointment) for several related treatments, the following applies:

• It is the patient's sole responsibility to schedule and attend each follow-up appointment in a timely manner.
• Since the desired aesthetic outcome of the treatment depends largely on the patient’s regular and timely attendance at follow-up appointments, the provider assumes no liability for an unsatisfactory overall result if it is attributable to the patient’s delayed or missed follow-up appointments.
• If the appointments included in the package are not attended within 12 months of the first treatment for reasons attributable to the patient, the remaining treatment entitlements will expire without compensation. A (pro-rata) refund of the package price is not permitted.
• If the patient wishes to cancel a treatment package—for which a deposit has already been paid or which has been paid in full—before all sessions have been completed, this is generally possible. In this case, however, the discount included in the package price will be forfeited retroactively. Any individual sessions already attended will be billed at the regular per-session rate listed in the current price list. Any remaining balance will be refunded to the patient in the form of a personalized gift certificate (as described in Section 5); cash refunds are not permitted.
• If a patient is unable to attend, the individual sessions included in the package may be rescheduled once free of charge, provided that the cancellation deadline specified in Section 3.2 (at least 24 hours in advance) has been met. If the same appointment is rescheduled more than once, the corresponding session in the package will be forfeited without replacement.
• Treatment packages can be paid for when booking online or in person, and in installments via Klarna (Section 4.5). Before the first session, the medical director will assess your eligibility.
• If, prior to the first session of the package, it becomes apparent that the treatment is medically unsuitable for the patient, the provider will refund the full price of the package or, at the patient’s discretion, offer an alternative suitable treatment. Any price differences will be refunded or billed accordingly.
• If a package must be discontinued after it has begun for medical reasons, the sessions that were not completed will be refunded on a pro-rata basis based on the package price.
• If the patient decides to purchase a package during an individual treatment session, that session counts as the first session of the package; in that case, only the package price is due.

4.7. If a separate consultation or informational session subject to a fee is conducted prior to treatment, the fee charged for this session will be offset against the cost of the subsequent treatment. This is contingent upon the patient scheduling the actual treatment appointment within 8 weeks of the consultation. After this period has expired, such an offset is no longer possible.

5. Coupons and Discounts

5.1. Gift certificates are personal and expressly non-transferable to other individuals.

5.2. The value of the gift certificate cannot be redeemed for cash.

6. The Patient’s Responsibilities and Follow-Up Care

6.1. As part of the medical history review and the pre-treatment consultation, the patient is required to answer all questions regarding prior medical conditions, allergies, medications, and any pregnancy or breastfeeding completely and truthfully. Failing to disclose relevant health information jeopardizes the success of treatment and the patient’s health.

6.2. The patient bears sole responsibility for strictly adhering to the guidelines provided to him or her verbally, by email, or via the digital information sheets regarding behavior before, during, and after treatment (e.g., refraining from sports, saunas, tanning beds, intense sun exposure, or alcohol within the specified time periods).

7. Disclaimer and Limitation of Liability

7.1. The treatments offered (including, but not limited to, botulinum toxin, hyaluronic acid fillers, mesotherapy, and PRP) are procedures whose biological outcomes depend on individual factors (e.g., skin type, metabolism, lifestyle, and genetics). A complete elimination of wrinkles or the achievement of a specific, subjectively desired result cannot be contractually guaranteed. Liability for the failure to achieve an individual aesthetic result hoped for by the patient is excluded.

7.2. The Provider uses only approved medications for treatments. For certain indications, use outside the officially approved range of indications (so-called off-label use) may occur at the Provider’s professional medical discretion; the patient will be specifically informed of this during the medical consultation.

7.3. The Provider assumes no liability for health complications, tissue damage, or unsatisfactory results resulting from the patient’s failure to follow medical instructions, aftercare guidelines, or rules of conduct, or from the patient having provided incomplete or incorrect information on the medical history forms prior to treatment.

7.4. The Provider assumes no liability for health complications, tissue damage, adverse reactions, or unsatisfactory aesthetic results that are primarily attributable to prior medical or cosmetic treatments performed by third parties (e.g., other physicians, alternative practitioners, or cosmetologists). The patient is required to fully disclose such prior treatments in the medical history form.

7.5. No liability is assumed for clothing, valuables, or personal belongings that patients bring into the practice premises.

7.6. The Provider shall have unlimited liability for damages resulting from injury to life, body, or health. For other damages, the Provider shall be liable only in cases of willful misconduct or gross negligence. In the event of a breach of material contractual obligations, the Provider shall also be liable in cases of simple negligence; however, such liability shall be limited to foreseeable damages typical for this type of contract.

8. Photo Documentation and Social Media

8.1. To comply with statutory medical documentation requirements and for internal progress monitoring, the taking of before-and-after photos is mandatory and an integral part of the treatment agreement. These photos are securely stored in the digital patient record and are subject to medical confidentiality as well as the provisions of the GDPR.

8.2. Any publication or promotional use of images (e.g., on Instagram, TikTok, or the website) is permitted solely on the basis of a separate, explicit, and voluntary declaration of consent from the patient, which may be granted or denied independently of these Terms and Conditions.

9. Corrections and Follow-up Treatment

9.1. Contractual claims for free follow-up corrections or aesthetic adjustments following dermal filler injections are generally excluded. Any medically indicated corrections (e.g., dissolution using hyaluronidase in cases of severe vascular complications or asymmetrical nodule formation) or requested touch-ups will be performed at the physician’s professional discretion and are subject to a fee.

9.2. Voluntary corrective measures granted on a case-by-case basis (such as a free follow-up injection for a botulinum toxin treatment if it can be demonstrated that the muscle-relaxing effect was insufficient after the maximum duration of action of 10–14 days has elapsed) do not establish a legal claim for the future or for other forms of treatment.

10. Final Provisions

10.1. The laws of the Federal Republic of Germany shall apply.

10.2. The Provider is neither willing nor obligated to participate in dispute resolution proceedings before a consumer arbitration board.

10.3. Should any provision of these Terms and Conditions be or become invalid or unenforceable, the validity of the remaining provisions shall remain unaffected. The invalid provision shall be replaced by the applicable statutory provisions.